Chris

Currently I am sitting in a waiting room waiting for my car’s rear window to maybe be replaced after some lovely soul decided that a great New Year’s Eve joke would be to come and smash it in.

 

Lucky me. 2017 off to a great start.

 

Anyways, I gave my insurance a ring on Sunday letting them know about the predicament I was in. Soon I realized that an insurance claim would cost more than simply paying out of pocket. My chipper Geico claims person told me they had a preferred partner that would be able to get me squared away and would include a pretty decent discount. At this point, I thought I just want it done quickly!

 

Once transferred, I spoke with a gentleman that was quite pleasant. He asked about my car; year, make, model and we also made some small talk. Turns out, we had both lived in Nebraska. Pleasant experience overall and I got the appointment scheduled for Tuesday the 3rd because they were closed the 2nd as it was a national observed holiday (can’t do much about that). He informed me that a driver, for an extra charge, would come to me and replace it. That seemed very convenient. I went for it. He informed me that if there was a heavy amount of precipitation though they would not be able to make it happen due to the use of adhesive on the window and my lack of a garage.

 

Sure enough, Tuesday rolls around and it is sprinkling outside. DAMN. I am instantly annoyed. The guy shows up and basically says, “Yup, can’t do it.” Then he proceeds to mention that he doesn’t have the tools he needs anyway since he just got back from vacation. That slightly bugs me but I figure what can I do. He then calls and gets my appointment rescheduled for the following day which is forecasted precipitation free, cold but no rain or snow.

 

Now having been stuck inside unable to drive all of 2017, I’m getting stir crazy and ready for this to now be done. So the next morning I start working from home again, waiting for the 5-hour window they provide me with to approach. Noon rolls around and no word. Finally, around 2 p.m. I get a call. He, again, is on his way and will be at my house in 10 minutes. Hallelujah.

 

He pulls up, checks out my window and removes the glass from the truck. After about five minutes he realizes, somehow they had the wrong piece of glass. I was livid. Sensing my aggravation, he tells me he can get me a pretty nice discount and he calls headquarters.

 

angry-person

 

He gives me the price he had secured. When I hear that number, it’s about $65 more than I was told from the very beginning. Now with smoke billowing from my ears, I let him know that will not work. With a little back and forth the cost comes back to about where we were to begin with. I told him I had to be at work the next day and needed something more than a trash bag and masking tape to secure the window. I asked if he could kindly remove the shards of glass from my car that would most likely end up like dollar bills floating around in a money machine at the local school carnival when I drove it tomorrow. He obliged. And secured it with new plastic and tape. For that reason, I avoided yelling and figured I would call someone later to discuss the issue and I would just have to deal with another 20 hours trapped in my home.

 

Even with the predicted winter weather advisory, I was feeling fairly confident about my morning commute. I woke up early to try and beat some of the morning traffic. With Godspeed and a very steady pace, I made it to work and headed to the parking garage. The garage has ample coverage for the replacement to go smoothly. Once parked and in the office for a bit, I decided to give these folks a call explaining my frustration and to see what they could work out.

 

Not too long of a wait time until I was on the phone with a very understanding customer service lady. She understood my frustration and actually gave me props for not yelling at her. She spoke to her manager and they were unable to reduce the cost any further but could get me in touch with someone who possibly could. I waited. About five minutes later, she and another gentleman came on the line and indeed felt a further discount was in order. I felt a bit more at ease.

 

In an attempt to ensure no further complication, I asked what the clearance of their replacement van was since the garage I was parked in was 6’2”. He was slightly taken back and said their vans needed at least a 7’ clearance and maybe even 7’6” with newer vans. Great. Now what. Now again irked, I told him at this point I will just come there. I need this taken care of ASAP. He gave me the location, which was surprisingly close, and said that 1 p.m. would work for them and let me know it would take about an hour.

 

So at about 12:45 p.m. I headed that way. Walked in, gave them my keys and posted up with my laptop ready to work. About five minutes after I arrived, the front desk lady approached me and asked if I planned to wait. I let her know that was my plan. Her expression became slightly discouraged. She then proceeded to let me know that I was looking at about a two-and-a-half-hour wait. Ugh. I thought the red carpet would have been rolled out and I would have been a priority at this point. Guess not. I texted Nick Benton, who many of you know, and he said he would snatch me up and bring me back to the office. Thanks Nick.

 

Now it is evening and I am home finishing this post. My window is FINALLY replaced.

 

Now for the point of this post. As a consumer, this was a terrible experience. I thought that this company stood for reliability and customer service but I was put through the ringer. About four days of mess-ups, mishaps, failed communications and the run around. I think it is so important nowadays to ensure you go the extra mile to keep the customer happy. Customers have options. Even as distributors, contractors can likely find you products elsewhere. And the consumers of your contractors can most definitely find someone else if they are treated as I was. Keep your name out of the gutter and out of posts like these! Though this is not anything groundbreaking, I think it is extremely important that you everyone keeps an eye on customer service as it is detrimental to a successful business.

 

Below are a couple of HEAT.U courses that might be useful to ensure your company’s customer service is on point:

Customer Advocacy: Communicating to Build Trusting Customer Relationships

Shaping the Direction of Customer Service in Your Organization

 

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